Degradation of the real-time ITOps functionality of the BigPanda service that moderately impairs customer’s ability to monitor and manage incidents using BigPanda

Examples

• Service is operational but highly degraded performance to the point of major impact on usage. 
• Important features of the SaaS offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion. 
• Access to a 3rd-party application deemed critical is impacted.

Degradation of the non-real-time ITOps functionality (e.g. degradation of configuration, analytics, or administration functionality) of the BigPanda service

Examples

• Service is operational but partially degraded for some or all customers, and an acceptable workaround or solution exists.
• Problem with non-critical feature or functionality.
• Access to a third-party application deemed non-critical is impacted.

Questions, feature requests and issues with low or no impact on customer’s use of BigPanda Service

Examples

• Minor problem not impacting service functionality. 
• Missing or erroneous documentation.  
• Minor problem that does not affect delivery of service.

Company will use commercially reasonable efforts to maintain the Service with an uptime of ninety-nine and nine-tenths percent (99.9%) during each calendar month, measured on a monthly basis. The uptime commitment excludes downtime resulting from:

(a) scheduled maintenance performed during Company’s designated maintenance windows with at least twenty-four (24) hours prior notice;
(b) emergency maintenance required for security or system integrity;
(c) failures or delays in Customer’s systems, network, or internet connectivity;
(d) Customer’s misuse of the Service or failure to follow applicable documentation;
(e) force majeure events;
and (f) third-party services or infrastructure outside of Company’s reasonable control.

Real-Time status, incident, and maintenance notices are available at status.bigpanda.io and by push notification through the subscription functionality provided at that URL.